Introduction To Service Management

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Service Design

Service Transition

Service Strategy

Service Operation

2

"Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the fo

Functions and Processes

Markets and Customers

People, products and technology

Applications and Infrastructure

3

The BEST description of the purpose of Service Operation is?

To deliver and support IT Services at agreed levels to business users and customers

To design and build processes that will meet business needs

To decide how IT will engage with suppliers during the Service Management Lifecycle

To proactively prevent all outages to IT Services

4

The BEST description of the purpose of Service Operation is?

To deliver and support IT Services at agreed levels to business users and customers

To decide how IT will engage with suppliers during the Service Management Lifecycle

To proactively prevent all outages to IT Services

To design and build processes that will meet business needs

5

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Vision and Strategy, Tactical Goals and Operational Goals

Process Models, Goals and Objectives

Business Objectives, IT Objectives, Process Metrics

Business and IT Strategy and Process Definitions

6

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Availability Management

Service Level Management

Business Relationship Management

Continual Service Improvement

7

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analysed from which other area of the lifecycle in order to answer the question "Did we get the

Service Operation

Service Transition

Service Design

Service Strategy

8

A plan for managing the end of a supplier contract should be created when?

The contract is being negotiated

The contract is about to be ended

The Supplier Manager decides that there is a risk the contract might need to end soon

The contract has been agreed

9

Which of the following statements is CORRECT?

The KEDB and the CMS form part of the larger SKMS

The CMS is part of the Configuration Management Data Base (CMDB)

The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

The Service Knowledge Management System (SKMS) is part of the CMS

10

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Business Relationship Management

Service Level Management

Continual Service Improvement

Availability Management

11

Which of the following statements about processes is INCORRECT?

The output from a process has to conform to operational norms derived from business objectives

The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

A process may define policies, standards and guidelines

The objective of any IT process should be expressed in terms of business benefits and goals

12

Which is NOT a purpose of Service Transition?

Provide training and certification in project management.

Plan and manage the capacity and resource requirements to manage a release.

Provide quality knowledge of Change, Release and Deployment Mgmt.

Ensure that a service can be managed, operated and supported.

13

The BEST description of the purpose of Service Operation is?

To deliver and support IT Services at agreed levels to business users and customers

To decide how IT will engage with suppliers during the Service Management Lifecycle

To design and build processes that will meet business needs

To proactively prevent all outages to IT Services

14

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Each stage should be carried out once in the order Plan-Do-Check-Act

The entire cycle should be repeated multiple times to implement Continual Improvement

There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Improvement

There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

15

The term 'Service Management' is best used to describe?

A set of specialized organizational capabilities for providing value to customers in the form of services

Units of organisations with roles to perform certain activities

The management of functions within an organisation to perform certain activities

A set of specialised organisational capabilities for providing functions to customers in the form of services

16

One of the five major aspects of Service Design is the design of the service solutions. It includes?

Requirements, resources and capabilities needed and agreed

Only requirements needed and agreed

Only capabilities needed and agreed

Only resources and capabilities needed

17

"Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the fo

Functions and Processes

Applications and Infrastructure

Markets and Customers

People, products and technology

18

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation

Produce and maintain all necessary Service Transition packages

Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

Measuring the effectiveness and efficiency of Service Design and the supporting processes

19

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

Customersâ€™ needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

It is possible that responsiveness may suffer and customers needs may not be met within business Timescales

From the information given, it is not possible to comment regarding the impact on responsiveness of overemphasis on stability

There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed

20

The BEST description of the guidance provided by Service Design is?

The design and development of services and service management processes